Refund policy

Refund Policy

We want you to be delighted with your purchase. Because our dresses are made to order, the following terms apply.

1. Order Cancellation

You may cancel your order for a full refund within 24 hours of placing it, provided production has not started. Once production has begun, the order can no longer be cancelled.

2. Returns — Standard Sizes

Standard-size items (that are not custom-sized) may be returned within 30 days of delivery, provided they are:

  • Unworn, unwashed and unaltered
  • Free of makeup, perfume, deodorant and smoke odour
  • Returned in the original packaging with all tags attached

Please contact us before returning anything. Items sent back without prior authorisation may be refused.

3. Custom-Size and Custom-Specification Orders

Items made to your own measurements, or ordered to a custom specification, are non-returnable and non-exchangeable, as they cannot be resold. If you are unsure about sizing, please refer to our size chart or contact us before ordering.

4. Damaged, Defective or Incorrect Items

If your item arrives damaged, defective, or is not what you ordered, please contact us within 30 days of delivery with your order number and clear photographs of the issue. We will arrange a replacement, a repair, or a full refund at no cost to you.

5. Return Shipping

Unless the item is damaged, defective or incorrect, return shipping costs are paid by the customer. We recommend using a tracked service, as we cannot refund items that are lost in transit back to us. A restocking fee may apply to returns of standard-size items.

6. Refund Processing

Once we receive and inspect your return, we will notify you whether the refund has been approved. Approved refunds are issued to your original payment method within 5–10 business days. Your bank or payment provider may take additional time to post the funds. Original shipping charges are non-refundable.

7. Non-Returnable Items

  • Custom-sized or custom-made items
  • Items returned after the 30-day return window
  • Items that have been worn, washed, altered or damaged after delivery
  • Clearance or final-sale items
  • Accessories and gift cards

8. How to Start a Return

Email xuendress@reiens.com with your order number, the item you wish to return, and the reason for the return. We will reply within 1–2 business days with return instructions.